Common Parature Issues

Answer

This document pertains to frequently encountered questions and issues for Parature.

Browser Issues:

1). I can create new tickets but not able to view existing tickets.

2). I'm not able to view tickets when using this Browser & Version however it works with a different Browser & Version.

3). I'm not able to select a Service Offering from the drop down menu when creating a new ticket.

The supported browsers and versions for the IBM Client Success Portal may be viewed here: IBM Client Success Portal browser requirements

The system requirements may be viewed here: Parature?System?Requirements

Additional Information to check:

• Make sure the browser is allowing cookies
• Clear the cache browsing history and cookies to get a fresh session
• Turn off compatibility mode for IE if it is turned on
• Is the problem seen across multiple users
• Is the problem reproducible in a different browser & version
• Uninstall/Reinstall the browser with default settings to rule out a settings' change
• Consult your IT department as it could potentially be a Network/Firewall/Domain Name Change or an individual end user system setting issue

Performance Issues:

1). Parature is performing extremely slow.

2). It takes a very long time to create/open new tickets 2-3 minutes for the page to load.

Occasionally issues like this are seen especially with international hops in the internet path. Unfortunately there isn't anything Parature can do to rectify this as it would simply rely on that internet hub to regain full functionality.

If slow performance continues to be an on-going issue involve your network team as they are better capable to determine what diagnostic data is needed to detect lags/latency in the network. Parature support does not diagnose network issues.

Additional Information to consider:

• Delays may occur when viewing all (open/closed) tickets (1000+) for large accounts

• Other software running on the system (e.g. databases application servers etc)

• Other traffic on your network (e.g. office location home location)

• Can the issue be replicated on another machine

• Firewall/Network/System upgrades/changes

• Note the time the slowness started occurring

• The browser and version being used

• Multiple users or single user affected

• End user system/browser settings

• File scan/Antivirus or other programs running in the background

• Delays may be experienced when working with multiple browsers or instances of Parature

• Close all browsers and reboot the system

Premium Reporting Issues:

1). Does removing my premium reporting business object license from my CSR record delete my reports?

Any report schedules that you had set up will be deleted when the BO license is removed from your CSR record. This will not delete the reports themselves just the schedules themselves.

If there are important reporting schedules that were saved under the CSR record they will need to be noted and recreated under another (or any other BO Designer/Viewer) account.

2). What if I transfer the BO license to another CSR what happens to the scheduled reports?

Even if the reporting license is being transferred to another CSR record the above still remains the same. Any reports scheduled to run under the previous account will be deleted once the transfer is complete. You may want to take note of them and recreate under the new CSR account.